Job Details

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Support Specialist

CHICAGO-60607, IL, US
11/26/2019

-

Required Skills

Active Directory, MS Office 365

Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

Support Specialist

An established Financial organization is seeking a Support Specialist.

This Support Specialist will provide comprehensive onsite technical support services to employees at our downtown Chicago location and remote office support (as-needed).

Customer Service & Problem Solving:

Provide exceptional "white-glove” customer support to all users by focusing on the entire end-user experience.

Comprehensive technical services to onsite and remote-based customers.

Assess reported incidents, requests and catalog tasks within ticketing system and take initiative and ownership to resolve them within identified SLAs.

Must be adaptable, flexible, and able to adjust quickly in an ever-changing technical environment.

Takes ownership of IT issues even though they may not be deskside-related.

Be the "face of IT” by representing the organization's values and customer model.

Support and Processes:

Provide tier-one support of customers' hardware, software, and operating system requests.

Troubleshoot, research, and resolve moderately complex issues, incidents, and requests.

Document installation guides or Standard Operating Procedures (SOPs) and workflow processes.

Collaborate with the entire Information Technology team to update workflow processes

Train users and communicate policies and standards to improve software performance and customer service.

Assist with installation of other peripherals (i.e., printers, scanners, multi-function devices, etc.).

Act as a liaison for IT 3rd party vendor support.

Participate in off-hours support On-Call rotation.

Qualifications:

Serve as contact in providing remote customer service and moderately complex technical support to internal partners and vendors.

Education/Experience: Degree in Computer Science, MIS, or related field / equivalent experience.

3-5+ years of technical support experience in a corporate environment of 500+ users.

Proactive, motivated self-starter, with the ability to perform tasks as outlined by management.

Experience with support for Audio Visual systems and hosted conference calls in a conference center or auditorium setting for executive staff and external customers.

MS Office 365 experience- migration of Exchange/Office/Teams/Active Directory

Workstation hardware support (desktop/laptop); Windows Operating System support (W10).

Excellent problem-solving skills (remote/desk-side) - ability to perform root cause analysis and determine appropriate course of action. Call center experience is a plus.

Support of BYOD mobile devices (e.g., Apple and Android phones and tablets).

Excellent verbal and written communication skills; detail-oriented.

Time management skills - must be able to work independently and pace oneself to complete own work.

Strong understanding of an array of computer equipment including Mac, peripherals, mobile devices as well as standard software applications (MS Office, Windows 10 Operating Systems, VPN client software, Citrix, Remote Desktop tools, SCCM etc.